V2 Rubric Detail — 598e89aa-6996-11f1-9…

This is linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a linksys specialist. Hello. We got cut off, not sure what happened, but thank you for answering. So what happened? What about this, speed? The initial concern is this, feed. How about this, speed? Is it working better now?

yeah,

Go to pass.com. fast.com. F-A-S-T dot com.

I don't see the I don't see the problem with the speed then if that's the case if you're getting 500 MBps Oh, I see, yeah. Let's go upstairs. Yeah. So for now, that's it for now. Let's go up. Let let's go upstairs.

Can you hear me now? Perfect. So 17 to 18, right? I'm thinking you're not really connected to your Linksys router, but maybe you are. So how do we... Your laptop that's connected to your Linksys Wi-Fi, right? I'm saying Linksys Wi-Fi because you have two routers there. You have the Verizon Wi-Fi.

That's gonna be a problem then. [silence] Okay, how do we do this? [silence] You have [silence] You have you laptop connected to Wi-Fi? [silence] All right, can you open a Google Chrome? [silence] Edge, if you have Edge.

it doesn't matter, you can open Chrome or Edge and can you go to myrelter.local, type that into the URL bar in the bird top search bar. Yeah, can you hear me okay now? I'm actually speaking. Okay. So go to myrelter.local.

type that in to the url bar yeah local l-o-c-a-l all one word so I think you are connected to Berkshire Wi-Fi if that's okay or how about go to my router.info info yeah

Let's use the IP address. Open a new tab, and I'm going to give you an IP address. I'm gonna give you an IP address. Type this number into the URL bar. your top search bar. So, that is 192.168.1.1. Enter. Forward. You are really connected to Verizon then do you see the the Windows uh icon in your keyboard That I think is the at the bottom left Yeah okay press that and go to network connection uh Now just press the Windows key

those icon the key Windows key and then just type in network connection just search for network connections that's the one yeah where you had your network connection right.

status, right click what I mean status look for that I'm sorry. details button there's a details button there. click that. the details button.

Give me the physical address. Yeah, physical address. Physical address. I'm ready.

1, 2, 3, 4, 5, 6. Okay, correct. All right. Give me the IP for address. It's 200.1. What is it? What about the default gateway? Yes. Okay, run a speed test on your computer. Run a speed test in your computer.

Open a new tab and just do, bass dot come. Yeah. How far are you from the, from downstairs? Estimated, um, square footage is it?

[silence]

If you go to your wi-fi settings, you can use your phone or laptop. Can you see velopsetupname, velopsetupname. Is the wi-fi name velopsetup, velopsetup. Can you see that?

Let me check the serial number real quick. No, not the gas. Can you see 3 F 0, right? That's the last three digits. Three F zero. What is it? I guess though, can you connect to that? Let's see. It's asking for a password. No, we don't know the password. Check the device. what it shows here it's online. okay. how many, yeah, how many, I mean, how many Wi-Fi names you see there, like the one you recognize. Like, you see the island 5G 2, of that, or just one. why is it routed to Verizon? Maybe this one is some bridge mode.

the app says bridge mode. Oh, okay. Well, this doesn't make sense. Linksys app, right? Okay. So Verizon is the main Wi-Fi. Okay. Let's see how we can fix that. [silence]

In your Linksys app, can you see Internet settings? That's under advanced settings. advanced settings advanced settings. What is the connection type? [silence] So, click. Click Internet settings or tap on the.

Internet settings and you should see the connection type. Oh, so, so I think you're here's what's going on, your Linksys router. Your Linksys router are working fine. Speed. Now, the speed you're getting is directly from your Verizon router because the Linksys router is not providing Wi-Fi when it's on bridge mode. So, no Wi-Fi on that. Purely Eth network connection. So, you're getting that speed from your Verizon not your Linksys router. If we set it back to the proper setup of that should be the other way around, but I'm not sure who set up the router. I mean, you can use both though, but up to you. Now, if we set it up to automatic configuration, we can make use of the Wi-Fi for Linksys pro.

[silence] However, you will have to you [silence] know that you understand what we're going to change. So you will have two networks showing your network. It's either you connect to your Verizon Wi-Fi and then your Linksys Wi-Fi or you can have both. Sometimes, but that depends on your devices. It's not you know, it's not on the router settings. It's your more like on your device settings. All right, let's do that. So, click the icon going right and then select connection type, right?

ah sorry your back to your phone advanced internet settings and connection type, tap on that internet settings it is I think it's asking you to

connect to your linksys Wi- Fi which unfortunately it's probably hidden or the the one who who busy to set up my that network so what we gonna do um um how many nodes three nodes okay we might need to reset the router and re-configure the settings will what I mean is that we'll set it back to original settings we're gonna name them set our password go on all right just again just wanna make sure you understand so give me one to two minutes I'll I'm just gonna open my tools right here so we can can configure the settings okay give me one minute to stay in the line thank you

I thank you so much for patience waiting on the line. back to your computer open another tab and type in L I N K S Y S and the last five digits of the serial number of the parent node, the main node main tower last five digits. That's under network, administration on the amp the the main yeah, last five digits of the serial number

and they asking for are a password no hold up uh. It's not working. I'm in the locale. Uh no, you should not be routed to a search results. We're trying to access a page or something. Try again. Okay.

it's asking for a router password reset admin okay yeah reset admin password it will ask you for a recovery key now if you take a photo of the back or the bottom part of the router you should have the recovery key so you don't need to go downstairs no that's the downstairs router that [silence] he's he's he's sorry yeah the Linksys router there's a five numbers for recovery key bottom part of that you need to hook it [muted] excuse me I can ask you a question [muted] Amelia.

Sure, we're breaking up. What did you say? We can try that. Maybe that will work, but we could, I'm not sure though. Let's try it. bottom part yeah there's a recovery key numbers there five numbers

No, it will not affect the Wi-Fi password. Now, you're not changing a Wi-Fi password. It's an admin password, so devices will stay connected to Wi-Fi, same password. But that is a different password. It's the login password to your Linksys admin page.

okay good there was silca sorry did you ask me a question I was unable to hear that same recovery key

each want to have a recovery kit but should not be the same. different. yes. all right click reset password enter the recovery key submit yes yeah okay then you add me password uh yes but you have to remember that now

It's out somewhere. Perfect.

Roger. All right. Under router setting, there's option connectivity. Click that. actually, before we set it back to auto DHCP click the OK button. Let's check the Wi-Fi name of that. Let's double check.

Yeah, Wi-Fi setting, so, yeah, what's the Wi-Fi name there? Is it broadcast SSID that's turned on or not on? Broadcast SSID, should that should be toggled on? Oh, you can't see that. Okay. Scroll down and take, that's okay, at the bottom, lower right corner. But, bottom, lower right corner of the screen. Oh God, yeah. Now it worked.

Should be mixed. Correct. Scroll down all the way to the very bottom, take a look at the bottom lower right corner of the screen. You will see letter C A, really small, but you can find it there. C A. Okay. C A. Bottom lower right corner at the two at the very bottom. Not really at the very bottom, but you can. You can click cancel for now. We need to go back to that. But for now, cancel. And then, bottom right click at the very, very bottom. It's where the blue screen at. And you'll see End User License Agreement, Fab, or see something like that. If you continue, you should see the C A. C A. Okay. C A. Click that.

you'll be prompted to the same page without the CA, then go back to router settings. I mean, under router settings, there's Wi-Fi settings, back to that. Sorry. Go back. Wi-Fi settings, here. That one. Click that. Yeah, click on Wi-Fi settings. What is the... is it toggle on? 2.4 there's like on, off? Okay, perfect, that's all I need to know. You wanna change the... how about this?

I mean it might affect you some of the devices or maybe all of the devices but but this is the best solution for this case. We need to separate the name of the the links that sounded series. Verizon routers so that we know which one is which. It's confusing if you have them on the same name. It's a suggestion but it's better that way. So I need to confirm. All right, cool. So before we do that, I need to make sure that you understand again, devices will lose their connection. You have to manually connect them back. you're okay with that, we'll proceed. Sure, yeah. All right, so there's a Wi-Fi name there. Wi-Fi password. Why shouldn't the password is okay? So just the Wi-Fi name. Make them all the same name, but then you'll have to join them manually. You are okay with that. All right. So, let's proceed. Okay.

from the Verizon rather. Yeah. They have to be same name. Those 3 bandwidth had to be same name. Master is okay to be the same well. I mean yeah, they should be the same password, same name, sir. Yes. Same password for all the band there. 2, 5, 6. Same name, same password. Ah, you can make a different same password. If you don't want to change the password, that's okay. as long as they're the same there.

Different from Horizon Rati. Yes, that's Okay. Hit Apply. Yes, correct. [silence]

Yes, it's loading or it's done. It's probably restarting right now. Check if the light of the router is solid white, then you can close that, and we're going to go back to that.

Up there. And the browser there. Upstairs. Solid white. Okay. All right. Back to your computer and open a new tab. Go back to the same thing. Link says, um, okay. Oh, my bad. Okay.

Try just try retry try to click retry maybe it will work all right build the same all right close that open new tab and go back to Linksys lin k s y s 1056 over local no sorry no no set so links this L I n k S Y s 1056 over local no I did not say atleft channel

Llink sys1056 local. Check if your computer is still connected to Wi-Fi. Connect your computer to Wi-Fi. Start a new one.

[silence], okay, is it [silence] is it loading now? [silence] okay, good. [silence] right, go to [silence] connectivity, [silence] select that. [silence] then go to internet settings, [silence] second tab. [silence] right, yeah, I think that's yeah, second tab, [silence] internet settings. [silence] connection type, there's edit by,

Click on the button, click that and select "Automatic Configuration": DHCP. Select that and hit apply.

Is it loading or what is it doing? I want a chop. All right, thank you.

Yeah, I think you got disconnected from the Internet. Check if your computer is connected to Wi-Fi. If not, connect to Wi-Fi. Okay.

All right. Are you back to the page or... or now? How about uh yeah, router, enter your router password. We'll check if it's on DHCP mode now. That's the password you you changed, but but I think so. What email login?

Cool. it's not saying bridge mode, right? Perfect. Open a new tab go to fast.com. Expected speed by this test should be around 150 to 180 200 300. So you're breaking up. Hello? Okay. [silence]

86. So might be the nodes still trying to adapt. To run another speed test. [silence]

So better compared to the to 8en down but. Yeah. How many nodes up up there two nodes, right? Which one is the closest to the to the main main router main linked system router? Turn that up, turn it back on. Just a quick off and on. Unplug it from the power source, plug it back in.

[ silence ] dear anybody speaking a

Alright, it might take three minutes to boot up. [sound effect] All right, let's do a speed test in your phone. But you have to be connected under Linksys [beep].

260. It's better than before. Okay, that's better. You're upstairs, right? Perfect. Good. A lot better than before. Okay. All right. Let's use your computer now. [silence]

30, you think? Huh. Maybe that computer is connected to 2.44. Oh, I forgot. We need to change the security mode of the call that Wi-Fi. This is MX 2200 and it's a upgraded router. Is your laptop an old laptop or it's a leisure model? What's the model of that? You have the model.

That's fine. Let's go back to your LinkedIn page. Are you still on the page? LinkedIn?

I got to watch. I forgot. CA. Do you remember the CA? Yes. Click on that and go back to Wi-Fi settings. Under that so on, yeah. And then security mode for two and five gigahertz change that to WPA to personal.

Security mode change to WPA2 personal. 2 gigahertz and 5 gigahertz should be the same. 6 gigahertz leave it as it is. For both. 5G and 2G, yes. Yes, hit apply. No, the 2 and 5 should be WPA2 personal and the 6 should be WPA3 personal, which by default it is. You don't need to change the 6 gigahertz. Correct. Yes.

Uh, did you hit apply? All right. Turn off the Wi-Fi on your computer. Uh, all right. That's fine.

You can close that now. You can close that now. Turn off the Wi-Fi on your computer and turn it back on, then find the linked to this Wi-Fi, the new Wi-Fi. connect to that. [silence] Maybe still restarting up. You should see that Boo and Wi-Fi. We did not change the settings of that. So the same. [silence] If you cannot see that, I'm not sure what happens. [silence]

What's the light on the length is, rather, upstairs? I think it's still restarting.

You don't see the Wi-Fi name? What about other Wi-Fi? You can see other Wi-Fi? on your laptop. [silence] Okay. [silence]

Let me ask you a quick question just to confirm. You set it to WPA 2, right? Not WPA 3. Correct? Two. Okay, good. That's all I needed to know. Should be able to connect. [silence] Yes. At least we should be able to get 100 or above, or 100.

O-K. All right, let me... all right, one second. All right, give me one minute or two, okay? Thank you.

Thank you so much for patiently waiting on the line hello. Yeah what's a WPA?

yeah that was WPA WPA too wait are you going to the links is it link says zero I mean 1 0 0 5 6 dot local if if still not working I'm going to escalate your ticket to the level to support okay all right let me escalate your ticket to the level to support instead so that they can take care of the the rest of the troubleshooting they can do advanced troubleshooting in this one but for now since your phone is working it should be okay

[silence]

Do you have an iPhone or Android? [silence] Go to your iPhone settings, [silence] and Wi-Fi settings. [silence] And yeah, [silence] we'll take care of that. [silence] For now, [silence] uh [silence] right. [silence] Just go to Wi-Fi [silence] settings on your iPhone. [silence] Then go to [silence] uh [silence] you see the network, [silence] right? [silence] The network that your phone is connected to. [silence] Beside it, [silence] there's like information icon or I icon. [silence] Tap on that. [silence] And then scroll down, [silence] look for the word router. [silence] Beside it there should be a number. [silence] What is it?

Okay. Use that, type that into the web address bar. But you have to, hold on, do not enter it yet. Just type it in. [silence]

Right.

Yes. Did not work or did what happened? Okay. So I add username admin and then use your router password, the one you created after you enter the recovery, equated the password. So copy that and send it to me. I'm going to send you an email. Reply your reply with that message.

the whole pages. I'm going to send you email. Right. It is really long.

sorry what was that oh no need don't need for that [silence] Let me check. Let me check it for you. Send it to customer support at linksys.com. Mm-hmm. Thank you.

We share it. All right, um, let me make sure everything. So... All right, so... Hello? Huh, oh, okay. Well, it's better now. What about your phone?

Oh, that's seventy now. All right. So I'm going to continue escalate your ticket to the label to support call back is two to three hours, okay? So I'm more advanced with it. Thank you for your cooperation. Do you have anything to add and questions? Hmm. [silence]

Your question is if you want to get rid of your Link system, correct. If that if that's the case, then you have to ask your um Verizon with that question because I'm from Linksys. That, we did not change anything on Verizon, we did everything on the Link systems for us. So whatever happened is just for your Link systems provider. The name is probably I'm not sure actually. So, since we don't know the name and you're saying that they are the same name. So, that I think is the the Wi-Fi name of your Link systems provider.

All right, anything else before I escalate your ticket? all right, well thank you so much for understanding and your patience with this. Hope you have a good one, take care. bye.